Customer Care Manager

Job Description

Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients. Want to help us make a difference Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients. Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles. To meet our challenges, we are looking for a Customer Care Manager within the Operations team ! This position will be located in Mumbai. Your Mission: As the Customer Care Manager you will be responsible for overseeing the customer care function and ensuring that the company delivers the highest level of customer care possible. Promote innovation, efficiency and customer focus in service delivery. Scope/Supervision and Interaction: You will lead the Customer Care team in India. Collaborate across multiple functions and ensure smooth customer care functioning. Collaborate with functions globally as well as within Greater Asia region whenever necessary. Your experience and talents will make the difference to: Ensure the management and development of customer care team in compliance with Roquette Group processes, policies and values. Ensure that processes designed and tools in place are efficient and workable in real life. Same approach related to data accuracy (Suppliers; Tariffs ) Ensure effective implementation of Offer to Cash process to maximize profitability and increase the customer service level. Coach develop Customer Care agents to emphasize their customer focus, customer intimacy and communication Manage specific Customer Care issues and alert her / his management in case of important risks Act as the referent for Transport organization Act as the referent for Roquette Distributors / Agents portfolio. Define and execute the process improvement plan for overseas Implement KPI s agreed jointly with key business partners and Head of Customer Care Area monitor the performance of team Strong contributor to ERP implementation Coordinate with her / his peers of the Customer Care Management Community. (Network, benchmark ..) Key Skills Capabilities Functional : Proficient with Roquette business and Offer to Cash activities. English (Written Oral); Able to Travel. Managerial : Strong capabilities to pilot, mobilize and motive a multicultural team. Excellent ability for cross- functional relationships. Leadership : Change manager : able to convince, mobilize and gather. Team Player; Customer and Performance Driven; communication and interpersonal skills; sense of accountability. Positions reporting to this function Customer Care Team Leads What we will love about you: You are a graduate with MBA. Engineering qualification will be an added advantage. You have minimum 15 years good quality experience in handling Customer Service for global B2B manufacturing industry. Your background of Chemical/ API/ Excipients/ Food Nutrition will be an added advantage If you identify yourself in this position, please apply by uploading your resume and lets start the journey together ! Roquette is proud to be a global company where you can find personal and professional growth through multiple diverse experiences. Roquette believes Diversity, Equity and Inclusion must be woven into everything we do, from the products we make, through the relationships we build with our partners, and most importantly within the teams we create and how we interact together. As we continue to grow, Roquette understands that to be successful we must always be inclusive in our approach, by creating a workforce that represents the world we live in, and the communities and customers we serve. To find out more about our products, values and sustainable development ambitions visit us at www.roquette.com and at www.sustainability.roquette.com